Systems Support Professional

CommunityAid; York (York County); On-site; USD 60,000 - 80,000; Full time

Job summary

CommunityAid seeks a Systems Support Professional responsible for managing IT infrastructure, providing technical troubleshooting, and ensuring system maintenance. The role includes customer advocacy, supporting team members, and participating in urgent on-call responsibilities. Ideal candidates will have a relevant technical degree and a minimum of two years of experience in a similar role.

Benefits

Company incentive program for all employees

Qualifications

• Two+ years in a Systems Support or similar role.
• Experience with help desk/ticketing systems (preferred).
• Willingness to pursue ongoing certifications and education.

Responsibilities

• Diagnose and resolve hardware, software, and network issues.
• Perform regular maintenance on IT systems.
• Participate in an on-call rotation for urgent issues.

Skills

Technical Troubleshooting

System Maintenance

Documentation

Customer Focus

Analytical Skills

Communication Skills

Education

Technician or technical school degree

Tools

Windows OS

MS Office

networking tools

Job description

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• COMPANY INCENTIVE PROGRAM FOR ALL EMPLOYEES
  
  

• COMPANY INCENTIVE PROGRAM FOR ALL EMPLOYEES
  
  

Purpose Of The Role

This position is critical to the success of CommunityAid by providing ownership of CommunityAid’s IT infrastructure, including all hardware and software. The Systems Support Professional will be the customer’s advocate to other IT personnel to ensure the customer has the tools needed to perform their job at the highest levels. This role includes maintaining and tracking customer support requests, including escalation and follow-up with other IT personnel. The Systems Support Professional will function as a knowledge resource for team members and assist with any IT-related projects. This role also includes participation in an on-call rotation and requires on-site presence as needed to address urgent issues.

Key Areas Of Responsibility

• Technical Troubleshooting:
• Diagnose and resolve hardware, software, and network issues.
• Provide technical support for complex problems.
• Collaborate with other IT team Members to address issues.
• Ensure timely resolution of support requests and technical issues.
• System Maintenance and Upgrades:
• Monitor system performance and implement improvements.
• Perform regular maintenance on IT systems and infrastructure.
• Plan and execute system upgrades and patches.
• Ensure all systems are up-to-date and secure.
• On-Call Rotation and On-Site Presence:
• Participate in an on-call rotation to address urgent technical issues outside of regular working hours.
• Be available to respond to on-site emergencies and critical system failures as required.
• Ensure timely and effective resolution of issues during on-call periods.
• Documentation and Reporting:
• Maintain detailed records of support requests and resolutions.
• Create and update technical documentation and user guides.
• Generate reports on system performance and support metrics.
• Team Leadership and Training:
• Conduct training sessions for staff on new technologies and best practices.
• Foster a collaborative and productive team environment.
• Customer Focus:
• Represents the company in a professional and businesslike manner and communicate effectively
• Works as a proponent/advocate for customer issues and concerns Presents a positive, helpful, customer-focused image
  

Core Competencies

• CommunityAid Behaviors:
• Embrace, exemplify, and endorse CommunityAid’s 12 core behaviors.
• Promote and demonstrate company culture in all interactions.
• Credibility and Commitment:
• Establish credibility quickly by demonstrating real concern through listening, taking initiative, and following up.
• Demonstrate a strong sense of commitment and drive towards problem resolution.
• Leadership and Collaboration:
• Collaborate effectively with employees and customers while providing a positive experience.
• Build supportive relationships with others.
• Technical and Analytical Skills:
• Proficient in the use of Microsoft Office.
• Possess strong analytical and project management skills, including interpreting business needs and translating them into operational requirements.
• Knowledge of thrift retail operations and processes.
• Communication and Interpersonal Skills:
• Exhibit excellent verbal and written communication skills, with an emphasis on clarity and listening.
• Demonstrate emotional intelligence and strong interpersonal relationship skills.
• Confidentiality:
• Maintain confidentiality in all interactions.
  

Qualifications

• Qualifications & Experience:
• Technician or technical school degree
• Two+ years in a Systems Support or similar role
• Experience with help desk/ticketing systems (preferred)
• Willingness to pursue ongoing certifications and education
• Technical Skills:
• Proficiency in Windows OS, email systems, MS Office, and mobile device management
• Experience with laptop/desktop imaging and light network administration
• Understanding of network issues (printing, document delivery, connectivity)
• Knowledge of IT security practices and PCI requirements
• Soft Skills:
• Strong verbal, written, and interpersonal communication skills
• Effective time management and organizational abilities
• Ability to manage multiple priorities and deadlines
• Works well independently and as part of a team
  

Areas Of Impact

• Windows Desktop OS, Windows Server, SQL, Microsoft O365, Veeam, AWS, VMWare, Zebra printing, Avaya, Networking, Switching, warehouse and manufacturing software, POS software, mobile platforms, wireless, etc.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Non-profit Organizations

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